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Complaints Policy

1. The person responsible for dealing with any complaint about the service which we provide is Dani Tulleth.

2. If a patient complains on the telephone or at the reception desk, we will listen to their complaint and offer to refer him or her to Dani Tulleth immediately. If Dani Tulleth is not available at the time, then the patient will be told when they will be able to talk to them and arrangements
will be made for this to happen. The member of staff will take brief details of the complaint and pass them on. If we cannot arrange this within a reasonable period or if the patient does not wish to wait to discuss the matter, arrangements will be made for someone else to deal with it.

3. If the patient complains in writing the letter will be passed on immediately to Dani Tulleth.

4. If a complaint is about any aspect of clinical care or associated charges it will normally be referred to the dentist, unless the patient does not want this to happen.

5. We will acknowledge the patient’s complaint in writing as soon as possible, normally within three working days. We will seek to investigate the complaint within ten working days of receipt to give an explanation of the
circumstances which led to the complaint. If the patient does not wish to meet us, then we will attempt to talk to them on the telephone. If we are unable to investigate the complaint within ten working days we will notify the patient, giving reasons for the delay and a likely period within which the investigation will be completed.

6. We will confirm the decision about the complaint in writing immediately after completing our investigation.

7. Proper and comprehensive records are kept of any complaint received.

8. If patients are not satisfied with the result of our procedure then a complaint may be made to: Healthcare Improvement Scotland, 1 South Gyle Cresc, Edinburgh, EH12 9EB
The Dental Complaints Service (08456 120 540) for complaints about private treatment
The General Dental Council, 37 Wimpole Street, London, W1M 8DQ (the dentists’ registration body)